Create a request with the facilities request form

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Create a request with the facilities request form

Facilities staff members create requests using the Facilities Request form, allowing
them to associate the request with a configuration item (CI), like printers or
projectors.

Before you begin

Role required: facilities_admin

About this task

Associating a CI to a request helps your facilities team understand which services
have a negative impact by a facilities issue.

Procedure

Navigate to Facilities > Requests > Create New.

Fill in the fields on the form, as appropriate.

Table 1. Request form fields

Field

Description

Number

An auto-generated number that identifies the request
record.

Opened

Auto-filled with the date and time the request was
opened.

Caller

The name of the requester.

Priority

The priority that describes the importance of this
request. By default, all requests are set to
4-Low.

Affected CI

A CI affected by this request.

State

The state that describes what work stage this request
is in. By default, all requests are set to
Open.

Location

The location associated with this request. Verify
that the location is correct. If it is not, you can
select another location record.

Category

Template

The template for creating this request (optional).
Click the reference lookup icon and select a template.
The request is populated with all fields in the selected
template including all subtasks and part requirements
(if applicable).

Initiated from

Indicates that an ITIL task is required.

Short description

[Required] A brief summary of the request.
Optionally, you can click the search knowledge icon to
view articles in the knowledge base relating to this
product model, plan, or CI. Doing so could provide a
solution related to the reason you are submitting this
request.

Description

A detailed description of the request. The
description is always visible to the submitter.
Therefore, if you add or modify the description for a
request that another user submitted, the user is able to
see the changes.

Work notes

Extra notes that you want to share between staff
members assessing the request form.

Note: A user who
submits the request through the service catalog
cannot see the work notes.

Checklist

Provides a checklist of tasks that must be completed
before the case is closed.

Create a unique checklist
for the case or task.

Click the down arrow button and select
Create new. Or, select from
the list of previously created checklist
templates.

Add tasks in Add
Item.

Click the down arrow and select
Save as Template.

Enter a template name.

Select a user group that can use the template
(optional).

Click Save from the Form Context
Menu icon to save the request and remain on the
Facilities Request form. The Related Links section
displays.

When an Affected CI has a warranty date in the future, the
Facilities Request Task tab appears as a task to
check the warranty information.